About the role
ob Description: Call Center Manager (Vendor Location) Job Title: Call Center Manager – Vendor Operations Location: Vendor Site / Outsourced Call Center / Ranchi Department: Customer Renewal / Retention Reporting To: Amrender Dubey - JVP – Customer Retention Key Responsibilities 1. Operations Management Manage daily call center operations to ensure achievement of productivity and business targets. Monitor service levels, call volumes, staffing utilization, and operational efficiency. Ensure optimum manpower planning and workforce allocation. Drive process adherence and operational discipline across all teams. Maintain business continuity and ensure timely resolution of operational issues. 2. Performance & Target Management Deliver monthly, weekly, and daily business targets. Monitor key performance indicators (KPIs) including: Renewal Conversion Rate Retention Rate Revenue Achievement Productivity per Agent Call Quality Scores Customer Satisfaction (CSAT) Service Levels Attendance & Shrinkage Implement action plans to address performance gaps. 3. Vendor Relationship Management Serve as the primary point of contact between the company and vendor management. Conduct regular operational reviews with vendor leadership. Ensure contractual SLAs and KPIs are consistently met. Escalate and resolve operational, staffing, and compliance issues. Drive accountability and performance improvements. Key Skills & Competencies Call Center Operations Management Workforce Management SLA Management Vendor Management Customer Service Excellence Performance Management Quality Management MIS & Reporting Stakeholder Management Advanced MS Excel CRM Systems Dialer Platforms Workforce Management Tools Key Performance Indicators (KPIs) Renewal Retention % Revenue Achievement % Conversion Rate % Productivity (Cases/Agent/Day) Cost per Conversion Customer Satisfaction (CSAT) Quality Score Attrition % Shrinkage % SLA Achievement % Attendance % Compliance Score %